Technical Solutions Analyst - EMEA

Heartflow is a medical technology company advancing the diagnosis and management of coronary artery disease, the #1 cause of death worldwide, using cutting‑edge technology. The flagship product—an AI‑driven, non‑invasive cardiac test supported by the ACC/AHA Chest Pain Guidelines called the Heartflow FFR CT Analysis—provides a colour‑coded, 3D model of a patient’s coronary arteries indicating the impact blockages have on blood flow to the heart. Heartflow is the first AI‑driven non‑invasive integrated heart care solution across the CCTA pathway that helps clinicians identify stenoses in the coronary arteries (RoadMap™Analysis), assess coronary blood flow (FFR CT Analysis), and characterise and quantify coronary atherosclerosis (Plaque Analysis). Our pipeline of products is growing and so is our team; join us in helping to revolutionise precision heartcare. Heartflow is a publicly traded company (HTFL) that has received international recognition for exceptional strides in healthcare innovation, is supported by medical societies around the world, cleared for use in the US, UK, Europe, Japan and Canada, and has been used for more than 500,000 patients worldwide.

Position Overview

The Technical Solutions Specialist is a critical, hybrid role that serves as a technical consultant, Tier 3 support expert, and solutions analyst for Heartflow’s non‑invasive FFRct diagnostic technology. This position serves as the support bridge between our complex SaaS platform and our clinical customers. It requires deep expertise in Healthcare IT (HIT), networking, and systems engineering to guide complex implementations, and drive proactive product improvements.

Key Responsibilities

• Clinical Implementation & Customer Success
  • Guide and support customers through the technical lifecycle of our unique SaaS non‑invasive diagnostic technology.
  • Act as the front‑line support resource for information on HeartFlow’s technology, including network protocols, security and data protections associated with the transfer of medical imaging data over the Internet, cloud‑hosted platforms, and SaaS solutions.
  • Contribute to HeartFlow’s worldwide adoption of the novel FFRct product by providing knowledgeable and prompt responses to high‑level customer inquiries and issues.
  • Provide prompt documentation and complete resolution of reported issues and actively manage and expand the technical knowledge base.
  • Work closely with the solutions engineering team to help deploy solutions that work within the existing infrastructure and workflow, overcoming technical and political obstacles that may arise.
  • Assist Sales, Customer Support, Clinical Research and Technology teams in troubleshooting and alleviating customer issues.
  • Assist with the roll‑out of new HeartFlow products and services to existing and new customer base.
  • Execute daily/weekly technical tasks to support regional sales initiatives.
• Advanced Technical Analysis & Solutions Engineering
  • Serve as the Tier 3 escalation point for complex application and platform issues.
  • Perform advanced troubleshooting related to clinical workflows, system integrations, underlying platforms and network components.
  • Follow scripts, tooling, and automation workflows to streamline support operations and contribute to long‑term system stability.
  • Analyse recurring support incidents to identify systemic pain points and propose viable architectural or process improvements, collaborating with Development teams on hotfixes and patches.
  • Demonstrate the discipline to work independently, rapidly assess priorities, and solve new technical challenges.
  • Networks & troubleshooting: routing, firewalls, connectivity, latency issues.
  • Security – Secure data protocols, encryption, web services, SSL certificates and keys.
  • Operating systems: Windows and Linux deployment, diagnosis & troubleshooting.
  • Hypervisors – Virtual Machines and mainstream Virtual application solutions.
• Data Feedback & Cross‑Functional Leadership
  • Deliver structured customer feedback into HeartFlow’s Customer Relationship Management (CRM) system.
  • Help team members analyse and distil technical and usage data to drive improvements in technology and underlying infrastructure.
  • Contribute actively to the high‑performing, global team by sharing new information and leveraging group wisdom to enhance team capabilities.
  • Work cross‑functionally to coordinate resources, support and information.

Required Skills & Qualifications

• Technical Systems & Healthcare IT Expertise: DICOM, Integration & Operability, Clinical workflows, PACS, HIPAA requirements, and PHI protections.
• Networking: Demonstrated experience troubleshooting IP, routing, connectivity, and latency issues.
• Virtualisation: Knowledge of virtualization technologies required; experience deploying and troubleshooting VMs and working knowledge of Hypervisors.
• Security: Deep understanding of data protection, encryption, web services, and certificates.
• SAML integrations: SSO Single‑Sign‑On, Multi‑factor Authentication (MFA).
• Cloud‑hosted platforms & web app services: API’s & Amazon Web Services (AWS).
• Experience supporting large‑scale websites and/or web‑based products.
• Proven ability to analyse logs, trace, and isolate performance bottlenecks in complex, distributed systems.

Special Working Conditions: The responsibilities of this position sometimes require working evenings and weekends, with little advanced notice. Required to be on call 24/7 as needed. Occasional travel to customer locations.